Denison University is hiring: Customer Service Specialist in Granville

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Responsible for managing, overseeing, and delivering exemplary customer service within the Enrollment Management division, including the Offices of Financial Aid and Student Accounts. Analyze and exercise independent judgment in resolving high-level escalation or policy issues. Implement strategic initiatives to enhance customer experience across departments. Maintain comprehensive records in the Customer Relationship Management (CRM) system and oversee operational and system processes related to customer service. Coordinate and manage the University’s fly-in programs for prospective students, ensuring a smooth, welcoming, and professional experience from initial contact through the visit.

Responsibilities Include

• Analyzing service data and customer feedback to drive process improvements. Exercising independent judgment in resolving high-level escalations or policy issues. Developing and implementing strategic initiatives to enhance customer experience across departments.
• Developing service strategies to ensure outstanding customer service via phone calls, email communication, and in-person interactions with prospects, applicants, and families.
• Managing the organization and execution of the fly-in program, including scheduling, travel arrangements, accommodations, planning itineraries, and maintaining clear communication with students and families.
• Reviewing business practices for continuous improvement and efficiency, creating and maintaining documentation for customer service protocols, and coordinating ongoing training for support staff and student workers.
• Performing accurate and timely data entry of prospect and applicant records in the CRM system. Maintaining confidentiality and demonstrating professionalism in handling difficult customer interactions.

Qualifications Include

• Bachelor’s degree in business administration or related field, or equivalent work experience.
• Minimum of 4 years’ experience managing detailed and accurate databases/systems, handling confidential information, and working in deadline-driven environments managing multiple priorities.
• Experience in Higher Education admission and enrollment management is preferred.

This is a full-time position, 35 hours per week.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• Higher Education